Operational Excellence Manager
7 days ago
With a focus on sustainable growth and environmental protection, the Resource Productivity and Recovery Authority is seeking an experienced Quality and Service Delivery Lead to oversee the intake, quality, and service delivery function of all call centre and customer service programs.
This key role will provide leadership and guidance to Compliance Support Officers, ensuring they carry out daily operations related to registration, reporting, and technical support for the Authority's Registry.
The successful candidate will act as a workforce management analyst, overseeing the call centre and optimizing service delivery through performance monitoring to improve product quality. They will also lead and manage a dynamic team, fostering a collaborative environment to achieve individual and team key performance indicators (KPIs).
In addition, this role will involve supporting relationships and day-to-day operations with third-party inbound contact center partners, as directed by the Manager, Service Delivery. The candidate will work with internal and external partners to identify key opportunities, develop staff and budget planning, and monitor RPRA officers' behavior and adherence using standard Call Centre management applications.
Key responsibilities include approving time-off requests, scheduling meetings and shift activities, accurately coding them in affected systems, and notifying relevant parties. The ideal candidate will also leverage data and forecast models to respond to future-dated requests, manage outage notification processes across call centre systems, and provide feedback on post-mortem recovery processes.
To be successful in this role, the Quality and Service Delivery Lead should have a minimum of 3 years of Workforce Management experience in Call Centres, demonstrated background in training and coaching colleagues, and experience using Salesforce as a CRM. Additionally, project management skills and documentation skills are essential.
The salary for this position is approximately $83,000 - $110,000 per year, depending on experience. This is a permanent role working Monday-Friday from 9:00am-5:00pm, with flexibility as needed. We have a hybrid work arrangement and support flexible work schedules. Remote work is expected to be completed from a location within Ontario.
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